Over the weekend, while some gathered for family dinners or hunted for Easter eggs, and others enjoyed a day in the park, I got caught up in listening to the online buzz about Amazon and the global reaction to its new policies.
I watched as anger and dissent – like mutating airborne bacteria – rapidly diffused throughout the Social Web, from network to network and person to person…all while the giant – Amazon – slept. By the time the global bookseller got wind of the situation, Plan A – which could have been “containment,” the chance to proactively manage the situation, was no longer an option. It was time for the big bookseller to declare a public relations state of emergency and go straight to Plan B: global communication and response.
So what did Amazon do? They emailed a comment:
“There was a glitch with our sales rank feature that is in the process of being fixed. We’re working to correct the problem as quickly as possible.”
Amazon’s reply was like pouring lighter fluid on a fire.
As of this writing, the company’s blog still has not been updated and the tweets continue to pour into the stream with #AmazonFail holding its own as a top Twitter trend. There’s talk in the Twittersphere that says Amazon will “speak” tomorrow – the start of what will prove to be a very long week of defensive maneuvering.
In the end, this all could have been avoided. And there’s no excuse for it anymore. Twitter has proven itself – time and again – as a viable and valuable communications channel…in times of disaster, giving, protest, and celebration.
Twitter – like any communication tool on the Social Web – doesn’t take a holiday. It doesn’t sleep. And it doesn’t take weekends off.
And neither should you…if you care about your reputation.
- Amazon sees censorship decisions magnified through the social web magnifying glass (12 April 2009)
- Open Letter to Amazon Regarding Recent Policy Changes (12 April 2009)
- Amazonfail (13 April 2009)
- Blogs and Twitter Coin “Amazon Fail” (13 April 2009)
- How to Build a Reputation Monitoring Dashboard (March 2009)